This unit requires the team member to understand and apply store policy and procedures and local statutory requirements to maintain positive employee relations by acting to identify and minimise potential industrial problems, and implement dispute and grievance procedures where necessary. Those with managerial responsibility undertake this role.
Elements and Performance Criteria
Identify awards and agreements.
Identify and interpret relevant awards and agreements accurately.
Apply relevant awards and agreements accurately and equally to all staff.
Regularly and accurately inform staff of changes in awards and agreements.
Make copy of relevant awards and agreements available to employee if requested.
Identify and minimise potential industrial problems.
Regularly provide opportunities for staff to discuss problems that directly or indirectly affect their work.
Counsel staff, if required, in a positive and constructive manner or refer to appropriate personnel when necessary.
Promptly identify potential and actual conflicts between staff and take effective remedial action as soon as practicable.
Apply remedial action according to store policy and procedures and legislative requirements.
Accurately maintain records of conflict and outcomes according to store policy.
Implement dispute settlement procedures.
Promptly identify disputes or grievances.
Apply store dispute and grievance procedures and legislative requirements accurately and promptly.
Accurately inform staff of current procedures and policies.
Apply all procedures and policies in an impartial manner.
Accurately and completely record details of all procedures and make available to authorised personnel.
Promptly refer unsettled disputes or grievances to management.
Promptly refer recommendation for improvements to dispute and grievance procedures to management.
This section describes the essential skills and knowledge and their level, required for this unit.
The following skills must be assessed as part of this unit:
interpersonal communication skills to:
provide information to staff about changes to awards/agreements
provide information to staff about current dispute and grievance procedures
provide counselling through clear and direct communication
ask questions to identify and confirm requirements
use language and concepts appropriate to cultural differences
use and interpret non-verbal communication
literacy skills in:
comprehending and interpreting relevant workplace documents
generating workplace documents.
The following knowledge must be assessed as part of this unit:
store policy, procedures and legislative requirements in regard to:
shift availability or non-attendance
staff counselling and disciplinary procedures
equal opportunity issues
non-compliance with store policy and procedures
part-time, casual, full-time work, contract employment
store organisational structure
rights and responsibilities of employers and employees in retail workplace
responsibilities of employers and employees under an Australian apprenticeship contract of training
relevant legislation and statutory requirements
relevant industry codes of practice
principles and techniques for interpersonal communication.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
consistently and responsibly applies store policy and procedures in regard to industry codes of practice relating to employee relations
knows and consistently applies state and local statutory requirements and regulations, including relevant industry awards and agreements
knows and consistently applies safe work practices in regard to the provision of services according to the relevant OHS legislation
consistently and responsibly applies store policy and procedures in regard to identifying and minimising potential industrial problems and implementing dispute and grievance procedures
consistently and responsibly applies store policy and procedures and legislative requirements in regard to external and internal client contact, especially the use of non-discriminatory language and attitudes
knows employees' and employers' rights and responsibilities in regards to awards and agreements.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
a range of employees or customers or case studies dealing with a variety of industrial relations issues
relevant documentation, such as:
awards and agreements
store policy and procedures relating to grievances, counselling and discipline
legislation and statutory requirements.
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of performance in the workplace
a role play
third-party reports from a supervisor
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SIRXMGT001A Coordinate work teams.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.
Staff may include:
full-time, part-time or casual
people with varying degrees of language and literacy
people from a range of cultural, social and ethnic backgrounds
people with a range of responsibilities and job descriptions.
Appropriate personnel may include:
may occur with or between:
may be minimised formally or informally
is minimised to:
promote effective working relationships
prevent disciplinary or grievance procedures becoming necessary.
Store policy and procedures in regard to:
Legislative requirements may include:
relevant industry awards and agreements
equal employment opportunity (EEO)
industry codes of practice.
Records systems may be:
Dispute and grievance procedures may be initiated by:
Management and Leadership
The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.